Senior Customer Service Executive

💼 𝐏𝐎𝐒𝐈𝐓𝐈𝐎𝐍 : Senior Customer Service Executive

💠 𝐑𝐄𝐐𝐔𝐈𝐑𝐄𝐌𝐄𝐍𝐓𝐒 : | # 💠 𝐂𝐀𝐍𝐃𝐈𝐃𝐀𝐓𝐄 𝐏𝐑𝐎𝐅𝐈𝐋𝐄 :

【~】✪ Minimum 2-4 years' experience in a contact centre / customer service environment.

【~】✪ At least 6 months - 1 year experience in a senior agent, SME, or acting Team Lead role (preferred).

【~】✪ Hands-on experience with Inbound/Outbound call handling, customer escalations/complaints, and CRM systems & call center tools.

【~】✪ Exposure to KPIs, SLAs, AHT, FCR, QA scores, shrinkage & adherence.

【~】✪ Diploma or professional qualification in Customer Service / Management (preferred, not mandatory).

💠 𝐑𝐄𝐒𝐏𝐎𝐍𝐒𝐈𝐁𝐈𝐋𝐈𝐓𝐈𝐄𝐒 : | # 💠 𝐉𝐎𝐁 𝐏𝐑𝐎𝐅𝐈𝐋𝐄 :

【~】✪ Serve as a key point of contact for merchant inquiries, ensuring a high-quality customer experience.

【~】✪ Handle complex customer escalations and complaints with professionalism and efficiency.

【~】✪ Manage a high volume of inbound and outbound calls in a contact centre environment.

【~】✪ Utilize CRM systems to document interactions, track issues, and maintain accurate records.

【~】✪ Work towards achieving and exceeding Key Performance Indicators (KPIs), including AHT and FCR.

【~】✪ Provide support and guidance to junior team members, acting as a subject matter expert (SME).

✅ 𝐁𝐄𝐍𝐄𝐅𝐈𝐓𝐒 :

【~】✪ We offer an attractive remuneration package & incentives that are above market standards for the suitable candidate.

【~】✪ Opportunity to work with the largest digital payments service provider in the island.

【~】✪ Be part of a dynamic team empowering over 30,000 merchants.

✅ 𝐇𝐎𝐖 𝐓𝐎 𝐀𝐏𝐏𝐋𝐘 ✍️ :

If you feel you are the right individual for the above position, then apply via "𝗔𝗽𝗽𝗹𝘆 𝗡𝗼𝘄 " of this advert.

[ 𝐖𝐄 𝐇𝐈𝐆𝐇𝐋𝐘 𝐈𝐍𝐅𝐎𝐑𝐌 𝐀𝐋𝐋 𝐓𝐇𝐄 𝐂𝐀𝐍𝐃𝐈𝐃𝐀𝐓𝐄𝐒 𝐓𝐎 𝐌𝐄𝐍𝐓𝐈𝐎𝐍 𝐀 𝐕𝐀𝐋𝐈𝐃 𝐌𝐎𝐁𝐈𝐋𝐄 𝐍𝐔𝐌𝐁𝐄𝐑 & 𝐈𝐓 𝐈𝐒 𝐂𝐎𝐌𝐏𝐔𝐋𝐒𝐎𝐑𝐘 𝐓𝐎 𝐀𝐓𝐓𝐀𝐂𝐇 𝐘𝐎𝐔𝐑 𝐂𝐕 𝐁𝐘 𝐔𝐏𝐃𝐀𝐓𝐈𝐍𝐆 𝐘𝐎𝐔𝐑 "𝗜𝗞𝗠𝗔𝗡 𝗥𝗘𝗦𝗨𝗠𝗘" ]

＃📳 𝓒𝓸𝓷𝓽𝓪𝓬𝓽 : +94.11.7590580

＃ 📧 𝐸𝓂𝒶𝒾𝓁 : careers@payable.lk